Nice Hotel, Poor customer service!
Posted Jan 25, 2016
We stayed here for one night to attend a concert at Wembley Arena. The Area of the hotel wasn't bad for this, it was a 15 minute taxi ride which cost us £15.00.
The hotel was clean and comfortable but the staff were rude and had no customer service skills. Although we had already pre paid for our rooms, on arrival we were told to pay £50.00 for any extras which we may have. Although we were not very happy about this, we paid the £50.00. The following morning on check out we had to explain to a different receptionist we had to pay £50.00 for any extras which we hadn't had and that we would like the money refunding with a receipt to show this. They explained we didn't have to pay the £50.00 in the first place and had the wrong card details to refund this back. Another receptionist came to help, however she was rude and had no explanation for any of this. 15 minutes later we eventually had the £50.00 refunded to us and we were on our way.